Well, the last few weeks, I have gotten at least 5-6 orders from unresponsive buyers. Without any of the necessary information for completing the project. I have lost a couple of Benjamins in this process, and my gig started to suffer in the search rankings.
Luckily, as I was informed from customer support, that in situations like those, the best solution would be to contact them. I still lose the funds, but at least they cancel it without negative impact on my rankings (I might be wrong, as sometimes CS reps are contradicting one another, which is totally understandable as most of them are specialized for different problems).
Anyways, my opinion in dealing with such buyers is non-existent. I have tried delivery extensions, messages in both, inbox and at the order page.
In my opinion, for newbies that deal with those issues, is to ask for a delivery extension, by choosing the option called “Not enough information”, wait 48 hours for the buyer to respond, and if that doesn’t happen contact customer support.
What to avoid in situations like that?
Never spam the buyer with millions of messages. One message at the order page and another one in their inbox would be enough. Because from my experience some buyers only check the inbox, and never check the order page until they get a notification that the order was delivered.
In case the buyer was “kind enough” to leave a phone number or an email address. Prior contacting them, please make sure that customer support would allow it. Which in most cases would be no.
You can create a thread in the forum, but do not mention buyer names, order value, and similar information.
Do not send a couple of messages to customer support, only one message is enough. Those guys are busy and it might take them a day to respond. They are not robots.
Do not cry, take a or perhaps a , and chill until you get back from the buyer or from customer support. However, if you have a lot of orders in your queue, focus on those.
I hope that I wasn’t boring. Afterall, I am a good freak.